Looking Ahead To My Q2 Research

I already have a number of research reports that are working their way through our editing cycles and should be published within the next several weeks:

Customer Experience Index industry snapshots. Reports on PC manufacturers, insurers and credit card issuers should go live over the next few weeks. I’ll be working on hotels, TV service providers, investment firms, and health plans later this month.

Experiences That Satisfy Consumers, 2009. This report examines the satisfaction levels for Web, phone, and in-person experiences across 12 industries. It also includes results from around 100 US companies.

The State Of Customer Experience, 2009. This report looks back at a few years of data from consumer surveys, industry surveys, and Forrester’s customer experience evaluations to paint a picture of where we are today with customer experience. The upshot: Early adolescence.

Executive Q&A: Net Promoter Score. I’ve posted a bit recently about Net Promoter. So I am putting some of the insight into a document for Forrester clients that don’t read my blog.

How Loyal Are Customers? Not Very. This report examines how three areas of loyalty vary across industries and companies: The willingness to repurchase, the reluctance to switch, and the likelihood to recommend.

In addition to those completed reports, I’m currently working on research that examines how often consumers talk about their good and bad experiences and the degree to which customer service and price influence their behavior.

As if that’s not enough, I’m also kicking off research that will drive my keynote speech at Forrester’s Customer Experience Forum. I’ll be identifying best practices in areas like building a customer-centric culture while examining how companies have adjusted their customer experience efforts in the face of the recession.

The bottom line: Stay tuned, there’s a lot going on!

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.
Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum.
My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers.
I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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2 thoughts on “What Research Was Hot In Q1 2009?”

Great stuff, you have compiled some great data and very interesting insights into the customer experience. As a small training provider in the uk this is really useful in helping our customers understand the importance and value in creating positive customer experiences. Thank you. I found your blog by chance but its now in my favorites and i look forward to reading more over the coming months.